Shipping says "Free shipping, where available" Despite weight based shipping profile

[kandydpierce]

Customer service wasn't much help in this slightly deceiving feature of every single item saying "Free shipping, where available". I have weight based shipping profile set up for every single item with the exception of two items that have free shipping on a separate shipping profile. Customer service stated that as long as I have anything marked with free shipping, it will say "Free shipping, where available". Either way this makes no sense a)being completely separate shipping profiles and b)why does it say "where available" when nothing is location based?? This is deceiving the customer to think they may get free shipping right up until they checkout. Even my 2 items marked with free shipping still say it! So the ones that actually do have free shipping do not clearly say it! Very frustrating when I would like my store to be transparent and clear for customers.

[Laurie_]

Hi there @kandydpierce,

We appreciate you taking the time to share your thoughts with us.

I can see where you're coming from here and how this could become a confusing experience for your customers. 

Can I ask how you have created your two shipping profiles? Have you assigned specific items to each profile?

If you're comfortable sharing a screenshot of both profiles in your reply, we'd be happy to test a few different options on our end to see if there are any other available workarounds we can offer you.

P.S. I noticed it's your first time posting here, welcome to the Seller Community! 👋

[kandydpierce]

Hello @Laurie_ 

I am not seeing how to upload an image. I'm not savvy with html and can not paste it in the text body (it says I do not have permission to upload images)

The weighted shipping profile is the default, and my custom shipping profile has the two items I have added for free shipping. Those two items are not included in the default profile. I have the location set to all of the US on both.

[kandydpierce]

@Laurie_  I figured out the images. It didn't have this option above...strange but here you go

Two shipping profiles listeddetails of custom profile

[Laurie_]

Sorry for the hiccup you had attaching the screenshots, @kandydpierce!

Lastly, can you please confirm the names of the two items that have the custom (free shipping) profile assigned to them?

I want to run this by our eCommerce Team to ask if there are any available workarounds we can offer to remove this messaging from the items where free shipping doesn't apply.